How could the New York Times possibly have such bad customer service?

I used to get the NY Times delivered, Sunday only, and at least every other week there was a problem with it not being delivered. The first half (because it’s so large) was supposed to come on Saturday, and either the first half wouldn’t come, and I’d call up and they’d say they’d deliver the whole thing Sunday, and then they may or may not deliver it as promised. Anyway, long story short, I ended up cancelling for the constant problems.

Recently, I see ads for low delivery price which now includes online access. I decided to go for it, and receive the Saturday and Sunday editions, delivered, along with the digital access.

Last Sunday it was supposed to start, so the first half was supposed to come last Saturday. It didn’t come. I called and the rep said she would make a note for the entire paper to be delivered Sunday, since I didn’t get my first half Saturday. Sunday, no paper. I called up and got credit, and then it was supposed to start yesterday.

No paper yesterday. I didn’t remember till about midnight so I didn’t call till just now, after no paper today, Day #4 out of 4.

No phone call from driver or supervisor saying he couldn’t find my house. There is such a thing as a GPS so I would find it hard to believe if he couldn’t find it but anything is possible. No phone call saying he swears he delivered it and maybe he took it to the wrong house. No nothing. I just called to cancel it and some problem resolution specialist is supposed to call me. I ranted to the customer service person about how I can’t understand how 4 times out of 4 the delivery person doesn’t deliver. I am all for giving the benefit of the doubt to the delivery person but this is crazy and hard to comprehend. I am waiting for the problem resolution specialist to call me. I postponed cancelling because I really want an explanation and then I may give one more chance (because it’s convenient to receive delivery and it’s also cheaper than buying it at the newsstand).

Wouldn’t you think that they would strive for better customer service since they should be trying to bring up circulation and revenue?